• Increased QA BPO grader alignment with in-house QA team from 69.5% to 90%, allowing for a reliable QA metric that contributed to the removal of 167 underperforming agents, saving $150,000 from July 2022 to October 2022• Onboarded 3 new BPO partners from January 2023 to May 2023, increasing agent headcount by over 500 agents while simultaneously allowing for $1 million+ savings in yearly agent headcount costs vs. in-house agent support budget• Expanded volume of automated QA grading assignments from 56% to 100% in 2 months time, decreasing time to grade by roughly 2.5 days per week per grader• Drove an average completion percentage of 97% for weekly comprehension checks within LMS software to evaluate agent understanding of training and workflow updates

• Piloted a new hire training program that expedited BPO Associate qualitative SLA adherence from 12+ weeks post-training to immediate post-training adherence.• Revised Customer Experience policies to streamline and simplify processes for customers and Associates.• Developed cross-functional channels to proactively submit Customer Experience support requests, ensuring the front-line team had early access to all relevant materials for customer-facing initiatives.• Acted as a cross-functional representative for the customer experience department by sharing customer perspective and advocating for customer-friendly policies through multiple business pivots during the COVID-19 pandemic.• Researched, vetted, and implemented external tooling options to better support efficient Associate training and information access.• Managed direct reports to drive the execution of training and quality assurance processes.

• Implemented inaugural quality assurance program, driving BPO average performance up by over 2,000 bps in the span of 3 months while maintaining quantitative KPIs and meeting SLAs.• Redesigned the customer experience internal knowledge base to promote ease of access to accurate information for Associates during real-time interactions with customers.• Disseminated cross-functional information to the broader customer experience department, ensuring all Associates, Team Leads, and Customer Experience Management are kept up-to-date on business developments.• Updated the full library of ClassPass’s customer-facing help center articles and restructured content to align with the customer contact form structure, allowing for the addition of self-service functionality prior to customer outreach.

• Presented product clinics for Patagonia’s Trail Running line, detailing technical aspects of each product and ensuring that new hires and seasoned representatives are fully educated on product nuances. • Managed hiring functions during our peak hiring season for Fall 2018 by screening applicants, scheduling and conducting interviews, and maintaining up to date records of all applicants. • Oversaw inbound Customer Experience Representative contacts and adjusted representatives’ function based on company needs. • Fielded escalated phone calls with customers in order to alleviate any frustration or tension in a manner aligned with Patagonia’s core values.

• Served as a liaison between Patagonia’s customers and shipping carriers to determine the location of misshipped items, resolved claims for damaged packages, and ensured that a refund or replacement was promptly received by the customer. • Researched and analyzed customer purchases with the aid of SalesForce, Payment Tech, Microsoft Office, and AS400 to determine if fraudulent activity is present in online orders.

• Listened, empathized, and kindly deescalated customers who are frustrated with their experience thus far and ensured that they walk away from our correspondence satisfied with the outcome. • Seamlessly navigated through multiple operating systems to quickly and efficiently respond to inquiries about product features, order status, and environmental concerns. • Maintained a working knowledge of Patagonia products’ features and recommended specific products based on customer needs.

• Implemented curriculum set forth by BASIS.ed and Arizona state standards for the physical education of first and third graders. • Acted as a teacher’s aide for third grade humanities, assisting in classroom management and development of classroom curriculum under the guidance of the subject expert teacher. • Created a structured environment for 60+ first and third grade students in an after-school program, providing a silent setting in which homework, reading, and school projects may be completed.